About the Role
The Relationship Officer will manage product and service functions to ensure the delivery of high-quality service to customers, while reflecting the warm image of the company. This role encompasses maintaining operational controls and driving continuous improvement in financial services and operational efficiency. The position is specifically for UAE Nationals only.
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Key Accountabilities of the Role
Responsibilities:
- Handle inquiries related to deposit accounts for home finance customers; manage the opening and closing of deposit accounts, ensuring proper completion of forms while adhering to KYC policies and Central Bank instructions.
- Close Home Finance customer complaints effectively and ensure customer satisfaction with the service provided.
- Adhere to turnaround times (TAT) and strive to exceed customer expectations when possible.
- Keep Home Finance customers informed about the status of their inquiries consistently.
- Coordinate and liaise with other departments professionally.
- Provide service skills support, coach colleagues, and engage in regular review and development meetings with key stakeholders.
- Ensure compliance with company policies and perform key operational controls in line with the company’s procedures during day-to-day operations.
- Cross-sell company products to Home Finance customers.
Results Required:
- Achieve the monthly budget.
- Drive continuous improvement initiatives.
- Provide responses to Internal Audit and ICD comments.
- Ensure compliance with policies and procedures.
- Garner positive customer feedback.
- Complete tasks within specified TAT.
Specialist Skills / Technical Knowledge Required for This Role:
- Broad knowledge of the company’s retail banking financial products and services.
- Thorough understanding of retail credit and operational policies and procedures.
- Good knowledge of UAE banking practices, regulations, and associated risks.
- In-depth knowledge of regulations issued by the Central Bank of the UAE.
- General awareness of local market competitors.
- Fair knowledge of service standards along with training and sales skills.
- Proficiency in management information systems and computer skills.
Previous Experience:
- A minimum of 0-2 years of experience in customer relations or similar roles within a banking environment.
